Arnold “Apple” Placer
Unit 2 0530-D North CPG Ave.,
Cogon, Tagbilaran City, Bohol 6300- |-
Employment History:
Ibex Global PH
July 2019 – presentOperations ManagerTelco (Frontier)
July 2019 – presentSales ManagerTelco (Frontier)
Concentrix Philippines
October 2018 – July 2019Sales POC (5 sites)Teleco (Sprint)
Convergys Philippines Services
November 2011 – October 2018Sales Coach (Banawa)Teleco (Sprint)
March 2011 – September 2011Sales Coach InternTeleco (Sprint)
May 2009 – March 2011 CSR IITeleco (Sprint)
Peoplesupport
November 2007 – May 2009Retention ExecutiveCredit Bureau (Experian)
Role and Responsibilities:
Sales Manager (Ibex.)
HC handled:140 Agents, 8 Team Leaders, 5 SME’s
Financials
Make sure the site is earning through sales
In charge of sales budget – disbursement and lliquidation
Supported a new site and pioneer account
First call center in Bohol and new account – start from scratch
Outlier Management
Identify bottom agents for coaching and upskilling
Process Creation
Created sales process to improve sales performance
Made a sign-off to control fraud and manipulation of sales
Client Interaction
Weekly touch base with clients for sales readout
Attends calls with clients for sales updates
Rewards and Recognition
In charge of creating incentives for top performers – both agents and teams
Compliance Items
Passing scorecard MOM
Compliant on all deliverables – triad, huddles, calibrations and etc.
Reports Generation
Responsible in creating sales reports to streamline data
Operations Manager (Ibex.)
Handling 4 Team Managers with 15 agents (60HC), 3 SME’s
Process Creation
Created processes to improve performance – focused on Major Metrics
Made upskilling materials (Human Connection, BAT Statements and etc.)
Sign-off for all processes to ensure quality performance
Roadmap for TMs and SMEs
Outlier Management
Identify bottom agents and prioritize for coaching and triad
Compliance Items
Monitor cluster performance and compliance items – coaching, coaching uploads and etc.
Financials/Rewards Program
Holds the cluster budget and responsible for liquidation
Client Interaction
Weekly touch base with clients for readout on cluster performance
Site Sales POC (Convergys/Concentrix)
With the new structure, POC-ship is to follow PDL-ship supporting multiple sites with the same account and LOBs
Supports the following site under Sprint program and one PDL (Program Delivery Lead):
Banawa Site (Cebu)
Cebu i3 Site (Cebu IT Park)
Cebu i2 Chat Group (GenCare and Back Office, Cebu IT Park)
Nuvali Site (Laguna)
Makati SLC (NCR)
Client Interaction
Has a weekly touch base/readout with client partners (Vendor Manager and Sales Managers)
Join Operations Readout and answer for Sales-related questions
Conducts “Sales talk” to new hires
Discuss sales specifics as early as nesting/Learning Lab
Share best practices on effective selling
Insights about fraud and how to avoid it
Outlier Management and coaching Agents and Team Leads struggling with Sales
Determine bottom 5% of Agents and team Leads (3 months trending is used)
Gather best practices from top performers and determine opportunities on bottom agents though random call listening sessions
Average of 50 calls listened in a month
Collaborate with Operations for sales to take part in driving performance (CVA)
Sales to help in driving performance in other metrics like Next call Prevention and Promoter Score as payout qualifiers
Regular client interaction through weekly sales call for both Voice and Non-Voice LOBs
Represent 4 sites supporting GenCare and 2 sites for eChat
Coordinate with other coaches from other supported sites to ensure sales processes are aligned
Weekly call with assigned sales coach interns for Nuvali and Makati SLC
Weekly visit to sites in i3 and i2 in Cebu IT Park
In charge of creating internal sales incentives to encourage people to sell
Giving out Team Funds for performing teams
Manage site’s Maximize/Sales budget/earnings, keeps track of all the spending
Responsible to plug in budget versus expected expenses taken out from maximize
Has access to finance tools
BMS for budget and Peoplesoft for POs and liquidations
Represent sales in bi-weekly staff meeting (Banawa site only)
Attends weekly meeting along with managers and senior managers
Establish and solidify Audit process to control fraudulent cases
Assigned a fraud POC to audit top 5% of sellers ensuring quality and clean sales
Create sign offs related to sales processes (sales targets and fraud)
Drive Sales KPIs (Sales Payout and NBA Tool Metrics)
Communicate changes around sales metrics through Team Meetings and Team Lead huddles
Ensure payout take rate is met
Generate sales reports and communicate daily
Achievements:
Site Sales POC
Site supported become top site for Sales Payout take rate
Stop site for sales KPI (Client Sales metrics)
Meeting site sales budget month over month
Sites supported (Banawa, Makati SLC, Chat and Nuvali) has improved sales numbers
Customer Service Rep II
Elite Circle of 10 Awardee – September 2009 (2nd month in production)
Q4 2010 Top 10 Agent Awardee
Never failed a scorecard from August 2009 to March 2011
Consistent Top Sales Agent and payout earner
0 Disciplinary Action Plan
Retention Executive
Consistent Top Retention rep MOM from January 2008 to April 2009 with an average retention rate of 35%
Passing scorecard MOM
Trainings and Certifications Attended
With Convergys:
CLC (Coaches as Leaders) Module 1
CLC (Coaches as Leaders) Module 2
EMS 4.0 (Finance Tool) Training
Purchasing Orientation Certification
Coaching 101 and Basic Financials
Engaging and Empowering Your People Training (Corporate University)
References
Nanette Dondiego
Senior Director
Convergys Philippines Services Corp.
Mobile #:-
Angel “Potski” Alvarez
Country Manager
IBEX Philippines
Mobile #:-
Joy Yu
Site Director, Hellotech
Mobile #:-
Educational Background
Graduated Bachelor of Science in Secondary Education major in Physical Education, Health, Music and Arts, passed LET (Licensure Exam for Teachers) August 2006
College2001 – 2006University of Southeastern Philippines
Obrero, Davao City, Philippines
Recognition:Deans Lister, First Semester AY:-
Extra-CurricularMember, UPEHMM (Univ. PEHM Majors) 2001 to present
Member, UPEHMM Dance Troupe2001 to 2005
Member, Education Student Council2001 to 2006
Member, Phil. Association of Professional Teachers2006 to present
Masters of Arts in Teaching major in English
Undergraduate, Comprehensive Exam Passer
Post Graduate2012 – 2013University of the Visayas
Jakosalem St., Cebu City
Secondary-Norala National High School
Recognition:8th Honorable Mention
Best in Mathematics
Dancer of the Year Award
Elementary-Norala Central Elementary School
Recognition:4th Honors
Best in Mathematics
2nd Place, Math Quiz Regional Level
Dancer of the Year Award
Personal Background
Age: 35
Birthday: February 18, 1984
Birthplace: Norala, South Cotabato
Civil Status: Single
Height: 5’7.5”
Weight: 63 kilos
Religion: Roman Catholic
Nationality: Filipino
Languages spoken: Filipino, English, Cebuano, Ilonggo
No. of Siblings: 3
Hobbies:Part-time Make-up Artist, Mountaineer, Traveler
